On July 28, 2022 Andrey Shemyakin, Managing Partner of SEA Company, held an educational lecture for students of the Russian Academy of National Economy and Public Administration under the President of the Russian Federation, who are taking the advanced training program "Hospitality Management". The lecture was focused on one of the key and relevant topics today - the usage of international service standards and service orientation to the client.
The first part of the speech was devoted to the quality of service in the Russian hotel business. The lack of basic standards of work in individual hotels and, as a result, the knowledge of the line staff lead to a negative perception and distrust of Russian travelers to accommodation facilities. Based on the SEA Company's many years of experience in the hotel business, we can conclude that the beginning of this problem lies in the fact that the hotel line staff is simply not shown how it should and can be. The first part of the lecture was devoted to the standardization of the work of different formats of hotels (types of standards, purposes for their application, stages of input, etc.).
In the second part, Andrey Shemyakin shared his practical experience and life hacks on how to retain a client and make him a returning guest, where is the line between work standards and the concept of "the client is always right" and what does the concept of "the level of decision-making capabilities of line staff" mean.
"A lot of specialized courses and trainings are being created in Russia today, where theorists and practitioners share their knowledge and experience, and I believe that this gives a visible result to business. The line staff begins to think more about the comfort of the guests, tries to exceed their expectations and create a WoW service. For me, as a hotelier and entrepreneur who started his hotel career as a receptionist, it is important that there are as many such programs and courses as possible. The time for new opportunities has come for us, and I am sure that in a few years the hotel service in Russia will reach a completely new level, where the guest will always be in the first place without compromising the financial performance of the hotel." - shared Andrey Shemyakin.